Complaints

A guide to our complaints procedure

At Scope we aim to deliver high standards in everything we do. We take all concerns and complaints seriously as they provide us with opportunities to improve and maintain the high standards we strive to achieve.

We recognise that we sometimes get things wrong. Your feedback will help us to resolve mistakes faster and learn how we can do things better to improve quality and customer satisfaction. 

Of course we welcome your compliments and other comments too!  They encourage good practice and it’s great for our staff to receive praise for doing a good job.

“Complaints are really positive – they give us an opportunity to improve things, both for ourselves and for other people.”

What is a complaint?

Scope defines a complaint as “an expression of discontent by a person or persons receiving a service from the charity that cannot be immediately resolved at point of delivery, and about which the complainant desires a follow-up action is taken and a response provided”.

Fundraising complaints are further defined as "an expression of dissatisfaction at any aspect of Scope’s fundraising activities including administrative practices or procedures and acts carried out by third party suppliers".

Who can raise a complaint?

Scope’s Complaints Procedure is available to those who use Scope services including Scope volunteers, those affected by Scope’s fundraising activities and customers in Scope shops.

When should you raise a complaint?

You should share your concerns or register a complaint when you are dissatisfied with any aspect of Scope's services or activities.

Why should you complain?

At Scope we aim to deliver high standards in everything we do. Listening and responding to your feedback will help us achieve this. 

We recognise that we sometimes get things wrong. Your feedback will help us to resolve mistakes faster and learn how we can do things better to improve quality and customer satisfaction. 

How to register a complaint

If you have a complaint, or would like to share a concern, compliment or comment on any aspect of our service, you can contact us in one of the following ways:

Directly to staff at your Scope service or shop (in person, by phone or in writing).

Contact the Customer Service Manager by calling 020 7619 7294, emailing customerservice.manager@scope.org.uk or writing to:

Customer Service Manager
Scope
FREEPOST LON 8654
London
N7 9BR

If you have a complaint about fundraising activity please contact our Supporter Care team on 020 7619 7292 (Monday-Friday 9am-5pm) or by email to supportercare@scope.org.uk

Please tell us what your complaint or feedback is about and what you would like to see happen as a result. Please also tell us how we may contact you.

What will happen after I complain?

We will acknowledge your complaint within five working days of receipt and we will tell you who will be dealing with the matter and when you can expect a full response.

Wherever possible, Scope will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it. There may however be occasions when Scope cannot provide absolute confidentiality. This may for example arise in circumstances where a child or vulnerable adult may be at risk of harm. In these circumstances Scope’s safeguarding procedures will take precedence over this procedure and any relevant information will be shared with others concerned in the safety and welfare of service users.

We will handle information in line with the Data Protection Act.

Further help with making your complaint

You can make your complaint using your preferred method and format of communication. Scope will also arrange appropriate support, translation or interpretation services to ensure equal access to this procedure for all. You may seek support from a relative, friend or advocate. Scope staff should be aware and able to assist you to locate a local advocacy service should you need this assistance in order to make your complaint.

For advice on finding an independent advocacy service in your area, you can contact Scope Response.

For further support or advice about this procedure, please contact Scope's Customer Service Manager.